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Ticket Management System

 

The TeamSupport ticket management system integrates all the tools necessary to ensure prompt and seamless resolution of customer inquiries. The more you automate, the more your service reps can focus on what is important – creating exceptional customer relationships.

Our ticket management system enables you to automate processes that are best managed through system driven resources, so your service team can focus on engaging customers and helping them get the most out of your product. 

Simple Email Integration

Tired of dealing with an overcrowded support e-mail box?  Forward your support e-mail address into TeamSupport and let our web-based help desk take charge.  Or use our Web Conversation feature which lets you talk to your customers through the main TeamSupport interface and never deal with an e-mail inbox again.

customer

Simple Email Integration

Tired of dealing with an overcrowded support e-mail box?  Forward your support e-mail address into TeamSupport and let our web-based help desk take charge.  Or use our Web Conversation feature which lets you talk to your customers through the main TeamSupport interface and never deal with an e-mail inbox again.

customer

Custom Fields, Statuses & Properties

We know every business is unique, so we've designed TeamSupport to adapt to any customer service environment. You can define properties (like custom ticket types and action types) to meet your customer support needs. We pre-configure a few types to help you get started, but you can change these to exactly what you need.  You can also edit, delete, and re-order how your ticket types appear. 

You can also create custom fields that are unique to your organization - create unlimited custom fields for tickets, users, and even customers.  You can also organize your custom fields into categories with simple drag and drop functionality.

 

Ticket Grid

Custom Fields, Statuses & Properties

We know every business is unique, so we've designed TeamSupport to adapt to any customer service environment. You can define properties (like custom ticket types and action types) to meet your customer support needs. We pre-configure a few types to help you get started, but you can change these to exactly what you need.  You can also edit, delete, and re-order how your ticket types appear. 

You can also create custom fields that are unique to your organization - create unlimited custom fields for tickets, users, and even customers.  You can also organize your custom fields into categories with simple drag and drop functionality.

 

Ticket Grid

Ticket Automation & Workflows

TeamSupport lets you setup very simple rules to remind an agent to follow up, or even remind a customer when a ticket is pending their reply. Or maybe you want to make sure a ticket gets routed to the right person or group.  Tickets can easily be routed, escalated, closed, or any of a number of other things with completely customizable and flexible rules. 

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Ticket Automation & Workflows

TeamSupport lets you setup very simple rules to remind an agent to follow up, or even remind a customer when a ticket is pending their reply. Or maybe you want to make sure a ticket gets routed to the right person or group.  Tickets can easily be routed, escalated, closed, or any of a number of other things with completely customizable and flexible rules. 

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Customizable Ticket Page

Easily move and hide fields on your custom ticket page with our easy drag and drop functionality. You decide what fields are visible, and where they reside on the ticket forms. Because not every customer support team is the same - so why should your ticket page be?

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Customizable Ticket Page

Easily move and hide fields on your custom ticket page with our easy drag and drop functionality. You decide what fields are visible, and where they reside on the ticket forms. Because not every customer support team is the same - so why should your ticket page be?

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SupportView™ Visual Support 

A picture is worth 1,000 words, and a video is worth even more! TeamSupport’s customer support software allows agents to embed a screencast or a webcam video recording directly into a ticket with just a few clicks so they can show customers exactly how to perform a task or fix a problem.

You can also add inline images and file attachments to tickets and customers, either from a stored library, pasted images, or even Dropbox!

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SupportView™ Visual Support 

A picture is worth 1,000 words, and a video is worth even more! TeamSupport’s customer support software allows agents to embed a screencast or a webcam video recording directly into a ticket with just a few clicks so they can show customers exactly how to perform a task or fix a problem.

You can also add inline images and file attachments to tickets and customers, either from a stored library, pasted images, or even Dropbox!

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Ticket Collision Prevention

Our collision prevention features means users can easily see when someone else is looking at the same ticket.  Clicking on the users name lets you chat with them right away, and no matter who makes a change, tickets automatically update in real time for all users to see.

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Ticket Collision Prevention

Our collision prevention features means users can easily see when someone else is looking at the same ticket.  Clicking on the users name lets you chat with them right away, and no matter who makes a change, tickets automatically update in real time for all users to see.

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Related Tickets

Multiple tickets are often created that are about the same issue, especially in B2B customer support. TeamSupport’s related tickets feature lets you to associate tickets to each other, so you can see related tickets.  You can also create parent/child relationships where an update to the parent ticket will update all child tickets at the same time.

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Related Tickets

Multiple tickets are often created that are about the same issue, especially in B2B customer support. TeamSupport’s related tickets feature lets you to associate tickets to each other, so you can see related tickets.  You can also create parent/child relationships where an update to the parent ticket will update all child tickets at the same time.

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Suggested Solutions

Suggested Solutions is a powerful tool to help your agents quickly and easily find articles to help solve customer issues. TeamSupport’s suggested solutions feature searches the text of ticket actions and matches it to existing knowledge base articles.  Agents can preview the articles, insert it into a ticket, or insert a direct link. This a huge time saver for busy support agents!

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Suggested Solutions

Suggested Solutions is a powerful tool to help your agents quickly and easily find articles to help solve customer issues. TeamSupport’s suggested solutions feature searches the text of ticket actions and matches it to existing knowledge base articles.  Agents can preview the articles, insert it into a ticket, or insert a direct link. This a huge time saver for busy support agents!

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Conditional Custom Fields

Conditional custom fields let you display certain custom fields based on a value that was selected in a “Parent” field. This can be a pick list, and/or a Product selection (available in Enterprise edition). For example, you may have a custom product field, and when Product A is selected, you want to see different options under Version than you would for Product B.  This is done through conditional custom fields.

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Conditional Custom Fields

Conditional custom fields let you display certain custom fields based on a value that was selected in a “Parent” field. This can be a pick list, and/or a Product selection (available in Enterprise edition). For example, you may have a custom product field, and when Product A is selected, you want to see different options under Version than you would for Product B.  This is done through conditional custom fields.

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Mobile Agent Tools

Our help desk software means your customers are supported even when agents are away from their desks with TeamSupport’s easy-to-use mobile version that supports all major smartphones and tablets.  After all, we do live in a mobile world thanks to modern technology!

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Mobile Agent Tools

Our help desk software means your customers are supported even when agents are away from their desks with TeamSupport’s easy-to-use mobile version that supports all major smartphones and tablets.  After all, we do live in a mobile world thanks to modern technology!

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Global Search

TeamSupport offers a powerful search tool to help you quickly and easily find Tickets, Knowledgebase, and Wiki articles. You can also perform advanced filters and sorting to better narrow down your search results. Different areas within the system also allow search within that function, like products and customers.  Use Boolean, wildcard, fuzzy, and many more advanced searches.

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Global Search

TeamSupport offers a powerful search tool to help you quickly and easily find Tickets, Knowledgebase, and Wiki articles. You can also perform advanced filters and sorting to better narrow down your search results. Different areas within the system also allow search within that function, like products and customers.  Use Boolean, wildcard, fuzzy, and many more advanced searches.

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“Team Support has made a huge impact in our turn-around time for resolving issues for our clients. We are able to organize our tickets and assign out tasks, which is huge. Also there is a queue feature that allows you to separate your tickets further and work through them efficiently. I love TeamSupport, and could not imagine doing business without it.”

Crystal Saunders
eRecording Partners

Schedule A Demo

Interested in seeing what TeamSupport can do for you?  Sign up for a live demo and see for yourself why TeamSupport is the industry's top help desk software.

Watch A Demo

stock-illustration-22943999-computer-monitor.jpg

Schedule A Demo

Interested in seeing what TeamSupport can do for you?  Sign up for a live demo and see for yourself why TeamSupport is the industry's top help desk software.

Watch A Demo

stock-illustration-22943999-computer-monitor.jpg